EDUCATION
University of Central Florida; GPA: 3.8
Bachelor of Science in Hospitality Management
Honors: UCF Burnett Honors College, UCF Pegasus Gold Scholarship, Bright Futures Scholarship, Dean’s List
PROFESSIONAL EXPERIENCE
Quality Assurance Analyst Full Sail University, Winter Park, FL
August 2018 – Present
− Create and maintain automated test cases and suites using Selenium, Intellij IDE, and Katalon Studio
− Manually test and proofread email campaigns for the marketing team using Podio
− Perform unit, integration, and functional testing of our learning management system (20K users/day)
− Perform load/stress testing using Apache JMeter and WebPerformance
− Utilize knowledge of HTML, CSS, JavaScript, and Redactor to troubleshoot and identify bugs
− Test updates and report bugs using a team scrum board on Jira
− Attend meetings with developers and product analysts to discuss sprint progress
− Assist the product team with technical specifications using Confluence
− Perform testing on mobile (Android, iPhone, iPad) and desktop (Mac, PC) machines
− Check for ADA compliance using SiteImprove, Apple VoiceOver, and JAWS screen reader for Windows
− Attend meetings with developers and product analysts to discuss sprint progress
− Assist the product team with technical specifications using Confluence
− Perform testing on mobile (Android, iPhone, iPad) and desktop (Mac, PC) machines
Technical Support Team Mentor Full Sail University, Winter Park, FL
November 2017 – August 2018
− Created training documents and productivity worksheets for new hires
− Assisted the team trainer with presentations and lesson creation
− Worked with other departments to ensure our escalation procedures were effective and up to date
− Created tutorials for the student Help Center and maintained articles for internal use
− Utilized role playing and call shadowing to train new hires in customer service expectations
− Set an example for new hires by performing Tier 1 Support duties in an effective and professional manner
Tier 1 Support Specialist Full Sail University, Winter Park, FL
April 2013 – November 2017
− Provided technical support to students and instructors via phone, email, screen share, and live chat
− Provided excellent customer service by focusing on empathy and professionalism
− Defused escalated customer encounters by maintaining a reassuring, solution-oriented attitude
− Identified and reported trending issues to proactively resolve widespread problems
− Performed troubleshooting for Mac OSX, Windows, iOS, and Android
− Utilized Zendesk and Salesforce ticketing systems to document and escalate interdepartmental concerns
− Assisted students with degree-specific software installations/setup (Pro Tools, Final Cut, Auralia, Musition, Final Draft, Windows with Bootcamp, VMware fusion, Visual Studio, Microsoft Office, VitalSource, etc.)
− Assisted the social media team with YouTube, Snapchat, Facebook, and Instagram to increase student
engagement during special events
Tier 1 Support Specialist Full Sail University, Winter Park, FL
April 2013 – November 2017
− Provided technical support to students and instructors via phone, email, screen share, and live chat
− Provided excellent customer service by focusing on empathy and professionalism
− Defused escalated customer encounters by maintaining a reassuring, solution-oriented attitude
− Identified and reported trending issues to proactively resolve widespread problems
− Performed troubleshooting for Mac OSX, Windows, iOS, and Android
− Utilized Zendesk and Salesforce ticketing systems to document and escalate interdepartmental concerns
− Assisted students with degree-specific software installations/setup (Pro Tools, Final Cut, Auralia, Musition, Final Draft, Windows with Bootcamp, VMware fusion, Visual Studio, Microsoft Office, VitalSource, etc.)
− Assisted the social media team with YouTube, Snapchat, Facebook, and Instagram to increase student
engagement during special events
SOFTWARE AND WEBSITE EXPERIENCE
− Katalon Studio, Katalon Recorder
− Selenium Webdriver, IntelliJ IDE
− Apache JMeter, WebPerformance
− Zendesk, Salesforce, Desk.com
− Jira, Confluence, Trello
− Full Sail LMS v3- v5
− Join.me, GoToMeeting, LogMeIn
− Mac OS, Windows, iOS, Android − Citrix, CampusVue
− Google Analytics
− Workfront, Podio
− Airtable, Google Docs, Google Drive
SALESFORCE TRAILHEAD BADGES
Data Management Badge, Data Modeling Badge, Salesforce Platform Basics Badge